Director, Client Success

1 week ago

Palo Alto CA, United States Affirm Full time

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
We are seeking a Director, Client Success to lead our SMB Client Success organization, driving merchant value, retention, and revenue growth across a diverse portfolio of small and midsized business partners. This leader will shape strategy, optimize client success operations, and enable scalable, datadriven engagement models that empower merchants to grow with us.
Lead and develop a highperforming Client Success team supporting SMB merchants across multiple verticals, driving retention, expansion, and satisfaction.
Define and execute the strategic vision for SMB Client Success optimizing coverage models, playbooks, and performance metrics to scale impact efficiently.
Use data and analytics to identify key growth opportunities, influence merchant strategies, and optimize business outcomes.
Establish and maintain relationships with executive stakeholders across the organization and within key merchant accounts to align business goals and drive mutual success.
Represent the voice of the customer internally to inform product roadmap, operations, and experience improvements.
Develop team capabilities through coaching, structured development, and performance management, fostering a culture of accountability and excellence.
Drive operational rigor through forecasting, reporting, and consistent review of business health and team performance.
12+ years of experience in Client Success, Account Management, or related commercial leadership roles, including 5+ years leading managers or senior individual contributors.
~ Proven track record of scaling client success or account management teams in highgrowth B2B or SaaS environments; Experience with SMB segment strategies and scalable customer engagement models (digitalfirst, tiered coverage, automation, etc.).
~ Equity Grade : 12
For sales roles, the range provided is the roles On Target Earnings (OTE) which includes annual base pay and the sales incentive target.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness, and technology spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).
The majority of roles are remote and you may work almost anywhere within the country of employment. Some roles require occasional work out of an assigned office.
Health care coverage company covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets generous stipends for technology, food, lifestyle needs, and familyforming expenses.
Time off competitive vacation and holiday schedules allowing you to rest and recharge.
ESPP employee stock purchase plan enabling you to buy shares at a discount.
We believe its on us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
By clicking Submit Application, you acknowledge that you have read Affirms Global Candidate Privacy Notice and hereby give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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